What are the Common Characteristics of a Top Customer Service Company?
Posted by Meredith Estep on Tue, Dec 27, 2011 @ 08:25 AM
Nearly every customer wants the person on the other side of the counter to be friendly and helpful, but what is it that makes some customer service departments stand out from the rest?
In an age when products, service and even pricing are very similar across the board, your service quality is the one feature of your business that can easily differentiate your company from the competition. Take a look at some of these characteristics of top customer service companies to see how your service level compares to the rest.
Consistency
There is nothing more frustrating than getting outstanding customer service on your first encounter with a company, only to see that service slack off after subsequent visits.
Customers expect to have the same level of service every time they contact your company, whether in person, by phone or through the Internet. Through proper training and regular incentives, your service reps should provide the same quality of assistance with every customer they encounter.
Efficiency
Time is a valuable commodity, and customers don't want to spend theirs waiting in line or on hold at your business. Customer service representatives should be master time managers. They should be well trained so they can complete customer transactions as quickly as possible. Lines at your company should be kept to a minimum if you want customers to keep bringing their business to you.
Accuracy
Once a customer's transaction is complete, he wants to be on his way. He doesn't want to have to return to your business to correct a mistake that was not his fault.
Customer service representatives should be able to provide correct assistance to customers in completing a transaction or providing information. Keep in mind that accuracy can be defined as doing exactly what your customer needs you to do. If you are not meeting that need correctly the first time, every time, your customer may get frustrated and move on.
A Proactive Approach
The best customer service companies do not wait until a customer has a real problem to answer the need. Instead, these businesses anticipate a customer's question or concern as often as possible – to provide a solution before the customer even asks. When a problem does occur, these tops companies will provide a solution, as well as a means of compensating a customer for the inconvenience. They will also take necessary measures to ensure the problem does not occur again.
Perseverance
Good customer service ensures there are no loose ends to tie up at the end of a transaction. These representatives know how to find a solution to a customer's concern and make sure the customer leaves fully satisfied with the transaction. If the customer does have an additional question, he knows exactly who to call to have his needs addressed.
Great customer service isn't complicated, but it does take time, effort and plenty of training to produce. Keep these characteristics of top customer service providers in mind as you address your own staff on the issue of service quality within your business.
- Meredith Estep